Shipping Policy

What is the delivery time?

Our delivery time consists of two stages:

1. Processing time

Within 1–3 working days after placing your order, it is checked, approved and packed. The parcel is then prepared for shipment at one of our fulfillment partners.

2. Delivery time

For orders to Canada, the average delivery time is 5–12 working days once the parcel has been handed over to the carrier.

We work with several trusted logistics partners and external warehouses around the world. Depending on stock levels and your delivery address, your order may be shipped from different locations (including international fulfillment partners such as warehouses in Europe or Asia).

All shipping times are estimates and exclude any delays caused by customs, local carriers or peak periods. During busy seasons such as Christmas, Black Friday and New Year, delivery may take a little longer.

Order changes & cancellations (24-hour window)

If you need to cancel your order or correct/change your shipping address, you must contact us within 24 hours of placing the order. After 24 hours, your order may already be in processing or prepared for dispatch, and we cannot guarantee that changes or cancellation will still be possible.

If we can no longer change or cancel the order in time, the parcel will continue through delivery and you can follow the Return Policy after delivery.

What are the shipping costs?

We offer free premium shipping on all orders.

This includes shipment with tracking and basic insurance in case the parcel is confirmed lost or damaged during transit by the carrier.

Please note: if the tracking information shows that the parcel has been delivered to the address provided by the customer, any loss, theft or misplacement after delivery is the customer’s responsibility, in line with our Return Policy and General Terms and Conditions.

Where is my package?

Once your order has been shipped, you will receive an e-mail with your tracking number.

You can track your order via the tracking page on our website. To do this, click “Track your order” in the main menu and enter your details.

For logistical reasons, your order may be shipped in multiple parcels. In that case you will receive separate tracking information for each shipment.

My tracking number is not working

It may take up to 5 working days before tracking information is updated, especially during busy periods or while the parcel is moving between international hubs.

If your tracking still does not show any movement after several days, or if you have any concerns about the status of your delivery, please contact our customer support at support@timberlyntoronto.com and we will be happy to look into it for you.